IT Support Agent

PwC South Africa; Stellenbosch; On-site; ZAR 150 000 - 300 000; Full time

Job summary

A leading professional services firm based in Stellenbosch is seeking an IT Support Technician. The primary role involves providing 1st and 2nd line IT technical support in a client-facing environment. Duties include logging incidents, desk-side support, and collaborating with various teams to ensure high levels of customer satisfaction. Candidates should possess strong communication skills and the ability to diagnose and resolve issues efficiently, alongside a proactive approach to service quality and team collaboration.

Qualifications

• Proven ability to support IT end users.
• Ability to troubleshoot, diagnose, and resolve customer issues.
• Self-motivated and works independently.

Responsibilities

• Provide 1st and 2nd line IT technical support.
• Logging incidents/requests and providing desk-side support.
• Work collaboratively with Service Desk and other support teams.
• Identify repeat incidents and help with documentation.

Skills

Mobile platform support

Printer Hardware / Drivers

Audio visual

Excellent verbal and written communication skills

Good analytical skills

Attention to detail

Strong technical knowledge

Proactive and resilient

Task prioritization

Job description

Role Overview:

The primary focus is to provide 1st and 2nd line IT technical support in a client facing environment in order to achieve high levels of customer satisfaction.

Key Responsibilities:

• Logging Incidents/Requests.
• Provide desk‑side support as assigned from the Service Desk.
• Provide Tech Lounge Support, including but not limited to, Computer set‑ups, Computer hardware repairs, Printing, Asset Management; V/VC Support; Local LoS Software support.
• Deliver a professional and consistent level of service that provides resolutions within agreed deadlines.
• Promote an environment where the business receives outstanding client service.
• Assist with Support documentation review and revision.
• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.
• Work collaboratively with Service Desk and support teams.
• Undertake service analysis, proactive service monitoring or project activities as assigned.
• Identify repeat incidents and contribute to provision of comprehensive Known Error Records and solutions articles as support tools for other support staff.
• Ensure that assigned IT service incidents are managed effectively, and root‑cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
• Available as per the afterhours support schedule.
• Acting as a point of escalation for support queries from more junior Technicians which are beyond their technical capability.
• Identify and take part in initiatives to improve the quality and effectiveness of the department.
• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services and help develop the knowledge and skills of others in the IT Services team.
• Identify problem trends to management and possible actions to assist with process improvement.
• Onsite role at the front desk with frequent interaction with employees and visitors

Desired Skills and Experience:

• Mobile platform support.
• Printer Hardware / Drivers.
• Audio visual.
• Understanding and proven ability to support IT end users.
• Clear, courteous telephone manner.
• Excellent verbal and written communication skills.
• Task prioritization.
• Self‑motivated.
• Team player;
• Work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests.
• Proactive and resilient.
• Ability to handle pressure situations.
• Ability to prioritize tasks with different levels of impact and urgency.
• Encourage interaction.
• Support customers on all levels via email, phone and IM.
• Strong technical knowledge.
• Good analytical skills.
• Attention to detail.
• Ability to Troubleshoot, diagnose and resolve issues.
• Detail oriented and able to effectively and accurately document technical issues and requests.
• Confident.